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Retention Manager

Hydro Flask

Hydro Flask

Boston, MA, USA
Posted on Thursday, February 1, 2024

Join our Marketing Team at Helen of Troy as our Retention Manager (hybrid work onsite and from home), and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, and Revlon. Together, we build innovative and useful products that elevate people's lives everywhere every day!

Look around your home, and you'll find us everywhere:

In your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!

Work Location: Boston, MA Hybrid

What you will be doing:

The Retention Manager is creative & analytical with great consumer insight, this role manages the key channels which communicate directly with Drybar consumers. Strong dotted-line into Organic Social – the other key direct communication channel. Focused on building 1st party data and audience engagement in-order to drive frequency and value of repeat purchases. Working closely with DTC trade team, broader marketing team, product reviews and customer service to build customer LTV.

  • Own the customer retention strategy, leading on the reporting and optimization of relevant critical metrics to drive customer lifetime value.

  • Build a thorough understanding of our customer base that enables improved segmentation, audience targeting and personalization across all available channels.

  • Own the delivery of a testing and optimization roadmap working with partners and external (agency) resources to continuously improve our customer touchpoints.

  • Partner with Marketing, Customer Service, Sales and Product teams to communicate, scale and automate winning strategies.

  • Objective setting and execution driving product & service reviews, product Q&As and NPS.

  • Agency management – getting the most out of our investments in tools/services

  • Develop and manage our email campaigns and automations leading all aspects of all campaign development and content.

  • Work with internal and external creative resources. We have limited copywriting capabilities so strong written communication skills are required.

  • Work with the DTC team to ensure we meet commercial and engagement objectives from this key sales-driving channel.

  • We will be launching both loyalty and subscription schemes within the coming year and you will be a key part of making this happen and then building out annual plans to develop our loyalty and subscriber base.

  • Working with IT and UX teams you’ll build out the initial approach to both schemes and ensure coordination across marketing channels, website experience, order fulfillment and customer service.

  • Going forward you will use loyalty data to drive drybar.com’s point-of-differentiation to build CR and LTV

  • Develop and optimize commercial outcomes from the new subscription capabilities that we’ll offer.

  • Measuring & reporting channel performance metrics, list growth, and customer cohort performance.

  • Manage channel performance forecasts and weekly/monthly important metrics

  • Working with the Customer Service team, supervising consumer feedback (NPS) and fulfillment reporting to ensure best-in-class consumer experience.

  • Working in close partnership with other roles and team members across the Prestige Beauty portfolio. Provide expertise to influence overarching marketing strategies that will align with shared DTC goals.

  • Provides indirect leadership to Digital Experience team members regarding best-in-class ecommerce consumer experience.

  • Exhibit and foster standard processes regarding effective time use/meeting, communication, and cross-functional teamwork

Skills needed to be successful in this role:

  • Strong organization skills with the ability to prioritize and manage multiple projects at once.

  • Self-motivated with a track record showing a “can-do” demeanor and a passion for your work

  • Flexible and responsive to change

  • Presentation, oral and written communication skills required.

  • Ability to maintain strict confidentiality with privileged information, work well with others and handle a fast-paced environment

Minimum Qualifications:

  • Bachelor’s degree encouraged (relevant in-role experience and on-the-job education can qualify)

  • 7+ years of experience in CRM/Digital Marketing/Direct Marketing roles. ESP platform experience. Test and optimization experience.

  • Ability to build customer level forecasts (customer cohort analysis, LTV analysis)

  • Experience creating strategy that drives to customer retention targets including loyalty & subscription programs

  • Confident user of email/SMS marketing platforms

  • Experience working with ecommerce platforms (like Magento, Shopify, or Demandware).

  • Demonstrated experience and passion for driving eCommerce revenue with prior relevant roles.

  • Skills for analytical and data-driven thinking; ability to assess, interpret and act on results

  • Experience directly or indirectly managing, mentoring, and influencing team members with a track record of building and maintaining effective working relationships across functional divisions within an organization to enable success.

  • Authorized to work in the United States on a full-time basis

Preferred Qualifications

  • Knowledge of digital marketing and the current marketing technology landscape

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands. Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

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For more information about Helen of Troy, visit www.helenoftroy.com. You can also find us on LinkedIn, Glassdoor, Facebook, Instagram and Twitter.

Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture and background. We do not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, gender identity, age, marital status, disability, protected veteran status or any protected basis.

We will provide individuals with disabilities reasonable accommodation to participate in the job application process. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.

Incorporated in 1968, Helen of Troy has grown into a leading global consumer products company with career opportunities in North America, South America, Europe and Asia. We offer creative solutions for our customers through a diversified portfolio of well-recognized and widely trusted brands, including OXO®, Hydro Flask®, Osprey®, Honeywell®, PUR®, Braun®, Vicks®, Hot Tools®, Drybar®. Most of these brands rank #1 or #2 in their respective categories.

We boldly bring brands into our family, where we nurture what makes them great. We collaborate internally and externally, always striving to provide the consumer-centric innovation, operational excellence, scale, global reach, and stellar shared services to make them soar.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.